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KACE Systems Management Appliance 14.0 Common Documents - KACE Service Desk Administrator Guide

About the KACE Service Desk Getting started
Configuring the appliance
Requirements and specifications Power-on the appliance and log in to the Administrator Console Access the Command Line Console Tracking configuration changes Configuring System-level and Admin-level General Settings Configure appliance date and time settings Managing user notifications Enable Two-Factor Authentication for all users Verifying port settings, NTP service, and website access Configuring network and security settings Configuring session timeout and auto-refresh settings Configuring locale settings Configuring the default theme Configure data sharing preferences About DIACAP compliance requirements Configuring Mobile Device Access Enable fast switching for organizations and linked appliances Linking Quest KACE appliances Configuring history settings Configuring Content Security Policy
Setting up and using labels to manage groups of items Configuring user accounts, LDAP authentication, and SSO Deploying the KACE Agent to managed devices Using Replication Shares Managing credentials Configuring assets
About the Asset Management component Using the Asset Management Dashboard About managing assets Adding and customizing Asset Types and maintaining asset information Managing Software assets Managing physical and logical assets Maintaining and using manual asset information Managing locations Managing contracts Managing licenses Managing purchase records
Setting up License Compliance Managing License Compliance Setting up Service Desk Configure the Cache Lifetime for Service Desk widgets Creating and managing organizations Importing and exporting appliance resources
Managing inventory
Using the Inventory Dashboard Using Device Discovery Managing device inventory
About managing devices Features available for each device management method About inventory information Tracking changes to inventory settings Managing inventory information Finding and managing devices Registering KACE Agent with the appliance Provisioning the KACE Agent Manually deploying the KACE Agent Using Agentless management Adding devices manually in the Administrator Console or by using the API Forcing inventory updates Managing MIA devices Obtaining Dell warranty information
Managing applications on the Software page Managing Software Catalog inventory
About the Software Catalog Viewing Software Catalog information Adding applications to the Software Catalog Managing License assets for Software Catalog applications Associate Managed Installations with Cataloged Software Using software metering Using Application Control Update or reinstall the Software Catalog
Managing process, startup program, and service inventory Writing custom inventory rules
Deploying packages to managed devices
Distributing software and using Wake-on-LAN Broadcasting alerts to managed devices Running scripts on managed devices Using Task Chains
Patching devices and maintaining security
Using the Security Dashboard About patch management Subscribing to and downloading patches Creating and managing patch schedules Managing patch inventory Managing Windows Feature Updates Managing Dell devices and updates Managing Linux package upgrades Manage quarantined file attachments
Using reports and scheduling notifications Monitoring devices
Getting started with monitoring Working with monitoring profiles Managing monitoring for devices Working with alerts
Using the Service Desk
Configuring Service Desk Using the Service Desk Dashboard Managing Service Desk tickets, processes, and reports
Overview of Service Desk ticket lifecycle Creating tickets from the Administrator Console and User Console Creating and managing tickets by email Viewing tickets and managing comments, work, and attachments Merging tickets Using the ticket escalation process Using Service Desk processes Using Ticket Rules Run Service Desk reports Archiving, restoring, and deleting tickets Managing ticket deletion
Managing Service Desk ticket queues About User Downloads and Knowledge Base articles Customizing Service Desk ticket settings Configuring SMTP email servers
Maintenance and troubleshooting
Maintaining the appliance Troubleshooting the appliance
Appendixes Glossary About us Legal notices

Add the DumpXmlInventory registry key to an Agent-managed Windows device

Add a Dump Inventory registry key to permit inventory collection on Windows DDP|E client devices

Add the DumpXmlInventory registry key to an Agent-managed Windows device
Add the DumpXmlInventory registry key to an Agentless-managed Windows device

If DumpXmlInventory is absent on a Windows DDP|E client, the appliance cannot get access to the inventory .xml file in order to collect the relevant field information.

Dell Data Protection | Encryption is installed on the Windows device. Go to http://www.dell.com/support/home/us/en/19/product-support/product/dell-data-protection-encryption/drivers.

The procedure for adding the key is different for Agent-managed devices and Agentless-managed devices.

Add the DumpXmlInventory registry key to an Agent-managed Windows device

You must add DumpXmlInventory to a Windows DDP|E client before the appliance can collect field information from that client's inventory.xml file.

For Agent-managed Windows devices, you can use a default offline KScript from the appliance scripting feature to set the "dump inventory" registry key. This key is necessary for the DDP|E agent to write the detailed inventory XML data to the appliance file system.

* 
NOTE: After you set the registry key, the DDP|E service requires a full policy update schedule before the appliance is able to collect inventory.
1.
Go to the Script Detail page for the K1000 Enable Detailed DDPE Inventory (Windows) script.
a.
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information.
b.
On the left navigation bar, click Scripting, then click Scripts.
c.
From the list, select KACE SMA Enable Detailed DDPE Inventory (Windows).
2.
In the Configure tab, specify script settings:

Option

Description

Name

KACE SMA Enable Detailed DDPE Inventory (Windows), the name of this default script.

Enabled

Select this check box to run the script on the target devices. Do not enable a script until you are finished testing it and are ready to run it. Enable the script on a test label before you enable it on all devices.

Type

The script type is Offline KScripts.

Status

Indicates the readiness of the script to be rolled out to the network. Set the status to Production.

Description

Contains the brief description of the actions the default script performs.

Notes

Any additional information you want to provide.

3.
In the Deploy tab specify deployment options:

Option

Description

All Devices

Deploy to all devices. Clear the check box to limit the deployment to specific labels or devices.

Restrict to Labels

Limit deployment to devices that belong to specified labels. To select labels, click Edit, drag labels to the Limit Deployment to window, then click OK.

If you select a label that has a Replication Share or an alternate download location, the appliance copies digital assets from that Replication Share or alternate download location instead of downloading them directly from the appliance.

* 
NOTE: The appliance uses a Replication Share before it uses the KACE Alt Location.

Devices

Limit deployment to one or more devices. To find devices, begin typing in the field.

Operating Systems

The operating systems on which the application runs. Applications are deployed only to devices with the selected operating systems.

1.
Click Manage Operating Systems.
2.
In the Operating Systems dialog box that appears, select the OS versions in the navigation tree, as applicable.

You have an option to select OS versions by their family, product, architecture, release ID, or build version. You can choose a specific build version, or a parent node, as needed. Selecting a parent node in the tree automatically selects the associated child nodes. This behavior allows you to select any future OS versions, as devices are added or upgraded in your managed environment. For example, to select all build current and future versions associated with the Windows 10 x64 architecture, under All > Windows > Windows 10, select x64.

4.
In the Schedule tab, specify run options:

Option

Description

None

Run in combination with an event rather than on a specific date or at a specific time.

Every n hours

Run at a specified interval.

Every day/specific day at HH:MM

Run daily at a specified time, or run on a designated day of the week at a specified time.

Run on the nth of every month/specific month at HH:MM

Run on the same day every month, or a specific month, at the specified time.

Run on the nth weekday of every month/specific month at HH:MM

Run on the specific weekday of every month, or a specific month, at the specified time.

Custom

Run according to a custom schedule.

Use standard 5-field cron format (extended cron format is not supported):

* * * * *
| | | | +────────day of week (0-6)(Sun=0)
| | | +────────month (1-12)
| | +────────day of month (1-31)
| +────────hour (0-23)
+────────minute (0-59)

Use the following when specifying values:

•
Spaces ( ): Separate each field with a space.
•
Asterisks (*): Include the entire range of values in a field with an asterisk. For example, an asterisk in the hour field indicates every hour.
•
Commas (,): Separate multiple values in a field with a comma. For example, 0,6 in the day of the week field indicates Sunday and Saturday.
•
Hyphens (-): Indicate a range of values in a field with a hyphen. For example, 1-5 in the day of the week field is equivalent to 1,2,3,4,5, which indicates Monday through Friday.
•
Slashes (/): Specify the intervals at which to repeat an action with a slash. For example, */3 in the hour field is equivalent to 0,3,6,9,12,15,18,21. The asterisk (*) specifies every hour, but /3 restricts this to hours divisible by 3.

Examples:

•
15 * * * * Run 15 minutes after every hour every day
•
0 22 * * * Run at 22:00 every day
•
0 0 1 1,6 * Run at 00:00 on January 1 and June 1
•
30 8,12 * * 1-5 Run weekdays at 08:30 and 12:30
•
0 2 */2 * * Run every other day at 02:00

View Task Schedule

Click to view the task schedule. The Task Schedule dialog box displays a list of scheduled tasks. Click a task to review the task details. For more information, see View task schedules.

5.
Skip the Dependencies and Tasks tab.
6.
Do one of the following:
◦
Click Run Now to immediately push the script to all devices.

Use this option with caution. See Using the Run and Run Now commands.

◦
Click Save.
Add the DumpXmlInventory registry key to an Agentless-managed Windows device

You must add DumpXmlInventory to a Windows DDP|E client before the appliance can collect field information from that client's inventory.xml file.

For an Agentless-managed Windows device, the process requires that you create a new Group Policy Object on a Windows Server 2008 or 2012 device so that you can deploy the registry setting to multiple devices in a domain.

1.
On a Windows Server 2008 or 2012 device, open the Group Policy Management Console.
2.
Right-click Group Policy Objects and click New.
3.
Provide a description name for the new GPO (for instance, Dell Data Protection | Encryption: Inventory Registry Setting) and click OK.
4.
Right-click the new GPO and click Edit.
5.
Browse to Computer Configuration > Preferences > Windows Settings > Registry.
6.
Right-click Registry and select New > Registry Item.
7.
On the General tab, select Update in the Action drop-down menu.
8.
Select HKEY_LOCAL_MACHINE in the Hive drop-down list.
9.
Specify a Key Path of SYSTEM\CurrentControlSet\services\DellMgmtAgent\Parameters.
10.
Specify a Value name of DumpXmlInventory.
11.
Select REG_DWORD in the Value type drop-down list.
12.
Specify 1 in the Value data field.
13.
Select the Hexadecimal option in the Base group, and click OK.
14.
Close the Group Policy Management Editor.

You can now link this new group policy object to a specific domain, Organizational Unit, and so on.

Important:
 
IMPORTANT: You should test the GPO on a specific computer or set of computers before deploying it to all systems.

Add the DumpXmlInventory registry key to an Agentless-managed Windows device

Add a Dump Inventory registry key to permit inventory collection on Windows DDP|E client devices

Add the DumpXmlInventory registry key to an Agent-managed Windows device
Add the DumpXmlInventory registry key to an Agentless-managed Windows device

If DumpXmlInventory is absent on a Windows DDP|E client, the appliance cannot get access to the inventory .xml file in order to collect the relevant field information.

Dell Data Protection | Encryption is installed on the Windows device. Go to http://www.dell.com/support/home/us/en/19/product-support/product/dell-data-protection-encryption/drivers.

The procedure for adding the key is different for Agent-managed devices and Agentless-managed devices.

Add the DumpXmlInventory registry key to an Agent-managed Windows device

You must add DumpXmlInventory to a Windows DDP|E client before the appliance can collect field information from that client's inventory.xml file.

For Agent-managed Windows devices, you can use a default offline KScript from the appliance scripting feature to set the "dump inventory" registry key. This key is necessary for the DDP|E agent to write the detailed inventory XML data to the appliance file system.

* 
NOTE: After you set the registry key, the DDP|E service requires a full policy update schedule before the appliance is able to collect inventory.
1.
Go to the Script Detail page for the K1000 Enable Detailed DDPE Inventory (Windows) script.
a.
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information.
b.
On the left navigation bar, click Scripting, then click Scripts.
c.
From the list, select KACE SMA Enable Detailed DDPE Inventory (Windows).
2.
In the Configure tab, specify script settings:

Option

Description

Name

KACE SMA Enable Detailed DDPE Inventory (Windows), the name of this default script.

Enabled

Select this check box to run the script on the target devices. Do not enable a script until you are finished testing it and are ready to run it. Enable the script on a test label before you enable it on all devices.

Type

The script type is Offline KScripts.

Status

Indicates the readiness of the script to be rolled out to the network. Set the status to Production.

Description

Contains the brief description of the actions the default script performs.

Notes

Any additional information you want to provide.

3.
In the Deploy tab specify deployment options:

Option

Description

All Devices

Deploy to all devices. Clear the check box to limit the deployment to specific labels or devices.

Restrict to Labels

Limit deployment to devices that belong to specified labels. To select labels, click Edit, drag labels to the Limit Deployment to window, then click OK.

If you select a label that has a Replication Share or an alternate download location, the appliance copies digital assets from that Replication Share or alternate download location instead of downloading them directly from the appliance.

* 
NOTE: The appliance uses a Replication Share before it uses the KACE Alt Location.

Devices

Limit deployment to one or more devices. To find devices, begin typing in the field.

Operating Systems

The operating systems on which the application runs. Applications are deployed only to devices with the selected operating systems.

1.
Click Manage Operating Systems.
2.
In the Operating Systems dialog box that appears, select the OS versions in the navigation tree, as applicable.

You have an option to select OS versions by their family, product, architecture, release ID, or build version. You can choose a specific build version, or a parent node, as needed. Selecting a parent node in the tree automatically selects the associated child nodes. This behavior allows you to select any future OS versions, as devices are added or upgraded in your managed environment. For example, to select all build current and future versions associated with the Windows 10 x64 architecture, under All > Windows > Windows 10, select x64.

4.
In the Schedule tab, specify run options:

Option

Description

None

Run in combination with an event rather than on a specific date or at a specific time.

Every n hours

Run at a specified interval.

Every day/specific day at HH:MM

Run daily at a specified time, or run on a designated day of the week at a specified time.

Run on the nth of every month/specific month at HH:MM

Run on the same day every month, or a specific month, at the specified time.

Run on the nth weekday of every month/specific month at HH:MM

Run on the specific weekday of every month, or a specific month, at the specified time.

Custom

Run according to a custom schedule.

Use standard 5-field cron format (extended cron format is not supported):

* * * * *
| | | | +────────day of week (0-6)(Sun=0)
| | | +────────month (1-12)
| | +────────day of month (1-31)
| +────────hour (0-23)
+────────minute (0-59)

Use the following when specifying values:

•
Spaces ( ): Separate each field with a space.
•
Asterisks (*): Include the entire range of values in a field with an asterisk. For example, an asterisk in the hour field indicates every hour.
•
Commas (,): Separate multiple values in a field with a comma. For example, 0,6 in the day of the week field indicates Sunday and Saturday.
•
Hyphens (-): Indicate a range of values in a field with a hyphen. For example, 1-5 in the day of the week field is equivalent to 1,2,3,4,5, which indicates Monday through Friday.
•
Slashes (/): Specify the intervals at which to repeat an action with a slash. For example, */3 in the hour field is equivalent to 0,3,6,9,12,15,18,21. The asterisk (*) specifies every hour, but /3 restricts this to hours divisible by 3.

Examples:

•
15 * * * * Run 15 minutes after every hour every day
•
0 22 * * * Run at 22:00 every day
•
0 0 1 1,6 * Run at 00:00 on January 1 and June 1
•
30 8,12 * * 1-5 Run weekdays at 08:30 and 12:30
•
0 2 */2 * * Run every other day at 02:00

View Task Schedule

Click to view the task schedule. The Task Schedule dialog box displays a list of scheduled tasks. Click a task to review the task details. For more information, see View task schedules.

5.
Skip the Dependencies and Tasks tab.
6.
Do one of the following:
◦
Click Run Now to immediately push the script to all devices.

Use this option with caution. See Using the Run and Run Now commands.

◦
Click Save.
Add the DumpXmlInventory registry key to an Agentless-managed Windows device

You must add DumpXmlInventory to a Windows DDP|E client before the appliance can collect field information from that client's inventory.xml file.

For an Agentless-managed Windows device, the process requires that you create a new Group Policy Object on a Windows Server 2008 or 2012 device so that you can deploy the registry setting to multiple devices in a domain.

1.
On a Windows Server 2008 or 2012 device, open the Group Policy Management Console.
2.
Right-click Group Policy Objects and click New.
3.
Provide a description name for the new GPO (for instance, Dell Data Protection | Encryption: Inventory Registry Setting) and click OK.
4.
Right-click the new GPO and click Edit.
5.
Browse to Computer Configuration > Preferences > Windows Settings > Registry.
6.
Right-click Registry and select New > Registry Item.
7.
On the General tab, select Update in the Action drop-down menu.
8.
Select HKEY_LOCAL_MACHINE in the Hive drop-down list.
9.
Specify a Key Path of SYSTEM\CurrentControlSet\services\DellMgmtAgent\Parameters.
10.
Specify a Value name of DumpXmlInventory.
11.
Select REG_DWORD in the Value type drop-down list.
12.
Specify 1 in the Value data field.
13.
Select the Hexadecimal option in the Base group, and click OK.
14.
Close the Group Policy Management Editor.

You can now link this new group policy object to a specific domain, Organizational Unit, and so on.

Important:
 
IMPORTANT: You should test the GPO on a specific computer or set of computers before deploying it to all systems.

About Intel AMT information in device details

About Intel AMT information in device details

On Intel-based Windows devices with Intel AMT technology present, the appliance can display information about the AMT configuration.

Intel AMT is hardware-based technology for remotely managing Intel-based computer devices. Intel AMT is a feature of Intel® Core™ processors with Intel® vPro™ technology.

* 
NOTE: The data collection discussed here is separate from the vPro and AMT data that the appliance collects using Dell Command | Monitor. See .

Intel AMT resources and appliance requirements

For information from the Dell Tech Center, go to http://en.community.dell.com/techcenter/enterprise-client/w/wiki/7537.dell-command-intel-vpro-out-of-band. For information and download link for the Intel Setup and Configuration Software (SCS), which contains the components required to configure Intel AMT, go to http://www.intel.com/content/www/us/en/software/setup-configuration-software.html.

In order for the appliance to get access to the complete inventory information on an AMT device, the device must have the Intel Management Engine installed. For driver downloads from Intel, go to https://downloadcenter.intel.com/search?keyword=intel+management+engine.

Intel AMT information

Table 20. Intel AMT information displayed on the Device Detail page

 

Item

 

Description

MACHINE_INTEL_AMT

Database field

SKU

The Stock Keeping Unit of the device. Possible values are:

•
Full AMT Manageability
•
Standard Manageability

SKU

Status

Indicates whether AMT is configured on the device.

STATE

IS_AMT_CONFIGURED

Configuration Mode

The current configuration mode of the AMT device. Possible values are:

•
SMB Mode
•
Enterprise Mode
•
None

CONFIGURATION_MODE

Control Mode

The current Control Mode of the AMT device. Possible values are:

•
Client control Mode
•
Admin Control Mode
•
None

CONTROL_MODE

Firmware Version

The version of firmware in the AMT device.

FW_VERSION

MEI Driver

Indicates if the MEI driver is installed and working, and if so, the version of the driver.

IS_MEI_ENABLED

MEI_VERSION

Finding and managing devices

Finding and managing devices

Finding devices in inventory
Labeling devices to group them
Run actions on devices
View devices that have been added manually
Delete devices from inventory

Use Advanced Search, labels, and alerts to find and manage devices in inventory.

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